Customer Operations Executive
Location: Nottingham (Hybrid)
Job Type: Full-time (37.5 hours per week)
Salary: £25,480 per year, plus discretionary overtime and performance-related bonuses
About Canopy
At Canopy, we're transforming the rental experience by building a Rental Marketplace that helps millions of renters achieve their financial goals.
We're looking for people who are passionate about delivering exceptional customer service, enjoy working as part of a supportive team and want to grow their career in a fast-paced, innovative business.
The Role
As a Customer Operations Executive, you'll play a key role in supporting landlords, letting agents, renters and guarantors throughout the tenant referencing process.
You'll be the first point of contact for many of our customers, providing outstanding service across phone, email and live chat. You'll guide customers through their referencing journey, investigate and resolve queries, review documentation and help ensure referencing decisions are made accurately and efficiently.
If you enjoy problem-solving, communicating with a wide range of people and delivering a great customer experience, we'd love to hear from you.
What You'll Be Doing
- Deliver outstanding customer service across telephone, email and live chat.
- Respond promptly to customer enquiries and support tickets.
- Build positive relationships with renters, landlords and letting agents while meeting agreed service levels.
- Complete tenant referencing checks accurately and within expected timescales.
- Review employment and landlord references in line with company policies.
- Carry out manual verification of financial documents and supporting evidence.
- Investigate and resolve customer and technical queries throughout the referencing journey.
- Work collaboratively with colleagues to provide the best possible customer experience.
What We're Looking For
We're looking for someone who is:
- Passionate about providing excellent customer service.
- A confident communicator with strong written and verbal skills.
- Organised, accurate and has great attention to detail.
- Calm, approachable and able to remain professional under pressure.
- Able to prioritise tasks and manage a busy workload.
- Comfortable using technology, including spreadsheets and customer support systems.
- A team player with a positive attitude and a willingness to learn.
Desirable Experience
While not essential, it would be beneficial if you have:
- Previous experience in a customer service or customer care environment.
- Experience using CRM systems (Intercom experience is an advantage).
- Experience within the property or lettings industry.
What You'll Receive
We believe in creating a workplace where our people can thrive. As part of the team you'll receive:
- Company pension scheme.
- 25 days annual leave, plus bank holidays.
- An additional day's leave for your birthday.
- Employee Assistance Programme.
- Company-funded social events.
- Free tea and coffee when you're in the office.
- Hybrid working – Tuesday, Wednesday and Thursday in our Nottingham city centre office, with Monday and Friday working from home.
Working Hours
This is a full-time position based on 37.5 hours per week.
Our operating hours are Monday to Friday between 9:00am and 5:30pm, with a late shift between 9:30am to 6:00pm once a month on a rotational basis.
The role also includes a Saturday rota, where you'll typically work one Saturday per month between 9:00am and 2:00pm. This is classed a paid overtime and is worked from home.
If you're looking for a role where you can make a real difference, develop your skills and be part of an ambitious and supportive team, we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: £25,480.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Referral programme
- Sick pay
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 3 years (preferred)
Language:
Work Location: Hybrid remote in Nottingham NG1 7AQ
